SAP Knowledge Base Article - Public

3476603 - Forward button is disabled after Ticket was Closed


The observation has been made that the 'Forward' button becomes disabled once a Ticket is closed.


SAP Cloud for Customer 

Reproducing the Issue

  1. Go to Service Work Center
  2. Go to the Ticket work center view
  3. Select a Ticket with closed status
  4. Open the Ticket and go to Interactions Facet
  5. Choose an Interactions email and select the Action(3 dot option)
  6. Forward button is disabled in the action list


When a Ticket's status is changed to 'Closed', it cannot be further modified.

Therefore, the 'Forward' button is disabled, along with the 'Reply' and 'Reply All' buttons, once the Ticket is closed.


This is the system design behavior.


Forward; Reply; Reply All; , KBA , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer core applications all versions